Keep your payment details current so your organization doesn't go on hold. This article explains how to update your credit card, view invoices, and change your billing email. It also covers what to do if you see a card error and what happens when a payment fails.
The steps depend on your billing system. On most accounts, you manage billing on the Subscription page. On some older accounts, you change your card directly on the Billing page in SatisMeter.
In this article:
Most accounts (Stripe)
On most accounts, you manage your card details, invoices, and billing email from the Subscription page.
To update your card or view an invoice:
- In SatisMeter, go to Organization > Subscription.
- Update your card details, view your invoices, or change your billing email.
Older accounts
Some older accounts use an earlier billing system. On these accounts, you change your card directly on the Subscription page.
- In SatisMeter, go to to Organization > Subscription.
- Enter your new card details and save them.
If you see a card error when you save your new card, we can move your account to the current billing system.
Moving to the current billing system
We move your account to the current billing system with a secure checkout link. To start the move:
- Contact support and tell us that you can't save your new card.
- Open the secure checkout link we send you. The link expires after 24 hours, so complete checkout within that time.
- Enter your card details.
- If your company has a value-added tax (VAT) ID, enter it at checkout. Checkout calculates tax automatically.
- Complete checkout.
Your new subscription starts on the day you complete checkout, so your new billing period starts that day too. We then end your old subscription and handle any overlap between the two billing periods.
After the move, you manage your card, invoices, and billing email on the Subscription page, as described in Most accounts (Stripe).
Is this email really from us? We never ask for your card details by email. If you're not sure a checkout link is genuine, contact support before you open it.
If a payment fails
A failed payment doesn't stop your surveys right away. Your surveys keep running while the payment is overdue.
- The app shows the date to fix the payment by.
- Update your card before that date, using the steps for your account above.
- If you don't fix the payment within about 30 days, SatisMeter cancels your subscription and your organization goes on hold.